Product Support Engineer
3 days ago
Qualifications
3 to 7 years of product support and customer service experience
• Experience in both voice and non-voice support.
• Experience in Software Product support is must and SAAS experience is preferred.
• Excellent interpersonal, communication and collaboration skills
• Good working on Office tools, CRM Tools & Suites like Zoho, Salesforce, CRM
• Strong technical and problem-solving skills.
• Able to articulate simple complex problems or issues.
• SQL Experience is preferred.
Role & responsibilities
Provide technical support to customers.
• Ability to meet corporate SLAs.
• Troubleshoot and resolve technical issues related to our software products.
• Collaborate with cross-functional teams to deliver timely resolution of customer issues.
• Lead RCA (Root Cause Analysis) efforts for recurring and critical issues, driving product enhancements and stability.
• Actively contribute to case reduction initiatives.
• Ensuring root cause analysis is carried out where necessary.
• Stay updated on product features and updates to provide accurate and timely support to clients.
• Continuously improve and optimize our technical support documentations, processes, and procedures.
• Owning and progressing cases through to resolution by utilizing available resources and expanding own knowledge.
Remote Opportunity
EST time zone
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